Choose Help LTD is a “data controller” for the purposes of the Data Protection Act 1998 and (from 25 May 2018) the EU General Data Protection Regulation 2016/679. This means that we are responsible for, and control the processing of, your personal information. Choose Help is listed with the Office of the Information Commissioner as a data controller with the reference number ZA412316.
- How to contact us
- When and what personal data we collect
- How we use your personal data
- How we store your personal data
- Protection of your personal data
- Sharing your personal information
- What Happens If our business changes hands?
- Young persons
- Disclosure to third parties
- Accuracy and retention of personal information
- Links to other websites
- Your rights
We collect personal data about our service users (website visitors, clients, potential clients, and people seeking mental health care and substance abuse treatment) and colleagues so please make sure that you read the relevant sections of this notice and get in touch if you have any questions.
By Email : [email protected]
Write to us at: Data Protection Officer, Choose Help LTD,
22 Notting Hill Gate, London, W11 3JE, United Kingdom
We take data security extremely seriously and all such communications are examined and replies issued where appropriate as soon as possible. If you are unsatisfied with the reply you receive, you may refer your complaint to the United Kingdom’s Information Commissioner’s Office (ico.org.uk/concerns)
When and what personal data do we collect
Choose Help will collect information from you in various ways, including when you:
- visit our website choosehelp.co.uk (website usage information is collected using cookies – see below)
- contact us by any means with queries, complaints or ask a question about mental health and addiction treatment
- create an account on our website
- register with us for treatment or rehabilitation
- ask a question about mental health and addiction treatment
- use our website forums and commenting system
- voluntarily complete our surveys or provide us with feedback
- engage with us on social media or download/install one of our apps
- book an appointment with us or attend an event/programme that we are running
- have given a third party permission to share with us the information they hold about you
Typically the type of personal information we collect about you will include:
- Personal contact details (i.e. name, postal address, e-mail and contact number)
- Date of birth
- Physical and mental health information
- Health and medical records
- Financial information
- Passport details
- Residency state
- Username (e.g. a name you use on a website or social media site)
- Online identifier / IP address (where you visit our website)
- Social media identifier
- National insurance number
- Call recordings when you call one of our helplines
If our services are commissioned for you by third parties (your GP, local authorities, counsellors, etc.) they will provide us with a variety of information, including your name, postal address, telephone number, email address and, medical/educational history.
How we use your personal data
All personal data is stored securely in accordance with the EU General Data Protection Regulation (Regulation (EU) 2016/679) (GDPR). For more details on security see section “Protection of your personal data”, below.
We use your data to provide the best possible services to you. This includes:
- Offering help from treatment providers for mental health and substance abuse;
- Providing and managing your access to our website;
- Providing and managing your account on our website;
- Responding to communications from you;
- Personalising and tailoring your experience on our website;
- Personalising and tailoring our services for you;
- Supplying you with notifications, text messages, or email newsletters that you have subscribed to (you may unsubscribe or opt-out at any time by clicking an Unsubscribe link in the email or by contacting us)
- Research, including market research
- Analysing your use of our website, services and gathering feedback to enable us to continually improve our website, services and your user experience;
In some cases, the collection of data may be a statutory or contractual requirement, and we will be limited in the services we can provide you without your consent for us to be able to use such data.
With your permission and/or where permitted by law, we may also use your data for marketing purposes which may include contacting you by email and/or telephone and/or text message and/or post with information, news and offers on products and/or services that may interest you. We will not, however, send you any unsolicited marketing or spam and will take all reasonable steps to ensure that we fully protect your rights and comply with our obligations under the GDPR and the Privacy and Electronic Communications (EC Directive) Regulations 2003, as amended in 2004, 2011 and 2015.
Advertisers whose content appears on Our Site may engage in what is known as “behavioural advertising” – advertising which is tailored to your preferences, based on your activity. Your activity is monitored using Cookies, as detailed below under “Cookies”. You can control and limit your data used in this way by adjusting your web browser’s privacy settings. Please note that we do not control the activities of such advertisers, nor the information they collect and use. Limiting the use of your data in this way will not remove the advertising, but it will make it less relevant to your interests and activities on our website.
Choose Help will ensure that your personal data is processed lawfully, fairly, and transparently, without adversely affecting your rights. We will only process your personal data if at least one of the following basis applies:
- you have given consent to the processing of your personal data for one or more specific purposes;
- processing is necessary for the performance of a contract to which you are a party or in order to take steps at the request of you prior to entering into a contract;
- processing is necessary for compliance with a legal obligation to which we are subject;
- processing is necessary to protect the vital interests of you or of another natural person;
- processing is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the data controller; and/or
- processing is necessary for the purposes of the legitimate interests pursued by us or by a third party, except where such interests are overridden by the fundamental rights and freedoms of the data subject which require protection of personal data, in particular where the data subject is a child.
The personal information we collect and store about you allows us to provide services to you. We also use it to help us develop, operate, sell, deliver, and improve the quality of the service we provide or, more generally, the type of services that we offer. From time to time, we may use your personal information to send important notices to you or to those acting on your behalf, such as updates to our services or changes to our terms, conditions and policies. Because this information is important to your interaction with Choose Help, you may not opt out of receiving these communications.
We may also use personal information for internal purposes such as billing, auditing, data analysis, and research to improve our services and our communication with you.
How we store your personal data
Any personal information which is collected, recorded or used in any way, whether on paper, online or any other media, will have appropriate safeguards applied in line with our data protection obligations. We have appropriate and adequate technical and administrative processes in place to make sure that all your information is kept secure.
Protection of your personal data
Choose Help takes the security of your personal information very seriously. To make sure your personal information is protected, we have a series of technical and administrative measures in place. Access is limited only to those of our employees who need to access it to provide services to you.
All members of staff are required to undertake annual data protection and confidentiality training and our privacy and security guidelines are communicated to all Choose Help employees. These privacy safeguards are monitored and strictly enforced. We send any information that we need to share with any third parties either as a legal requirement or through an anonymised process securely.
The majority of your information is processed in the UK and European Economic Area (EEA). However, some of your information may be processed by us or the third parties we work with outside of the EEA, including countries such as the United States. You are deemed to accept and agree to this by using Choose Help’s website and/or services and by submitting information to us. Where your information is being processed outside of the EEA, we take additional steps to ensure that your information is protected to at least an equivalent level as would be applied by UK / EEA data privacy laws e.g. we will put in place legal agreements with our third party suppliers and do regular checks to ensure they meet these obligations.
Sharing your personal information
Choose Help may contract with third parties to supply products and services to you on our behalf. These may include payment processing, advice about mental health and substance abuse treatment, delivery of goods, search engine facilities, advertising and marketing. In some cases, the third parties may require access to some or all of your data. Where any of your data is required for such a purpose, we will take all reasonable steps to ensure that your data will be handled safely, securely, and in accordance with your rights, our obligations, and the obligations of the third party under the law.
Choose Help will not share your personal information with any third party that intends to use it for direct marketing unless we have received your specific consent to do so.
What Happens If our business changes hands?
In the event that any of your data is to be transferred in such a manner, you will not be contacted in advance and informed of the changes. When contacted you will not, however, be given the choice to have your data deleted or withheld from the new owner or controller.
We understand the importance of taking extra precautions to protect the privacy and safety of the young people under our care. Where a young person engages with the services of Choose Help, we will ask the young person if an adult with parental responsibility can provide consent for us to hold/use the young person’s personal data but if this is not possible, we will make a professional judgement. If it can be justified to be in the public interest to share the personal data, we will lawfully share it to protect the young person from significant harm and promote the welfare of the young person.
Whilst the majority of young person information provided to us is mandatory, some of it is provided to us on a voluntary basis. In order to comply with the law, we will inform you whether you are required to provide certain young person information to us or if you have a choice in this.
We routinely share information about young people who are using our services with local authorities, guardians and parents. We do not share information about the young people with anyone without consent unless the law and our internal policies allow us to do so.
We share young people’s data with the local authority on a statutory basis. This data sharing underpins local authority funding and policy and monitoring.
Parents and young persons have the right to request access to information about them that we hold. To make a request for your personal information, or be given access to your child’s record, contact us at the address outlined above.
Disclosure to third parties
We routinely share information about people seeking treatment for substance abuse and mental health issues with selected third parties offering such treatment.
We will only share your personal information with third parties in the following circumstances:
- where you have given your consent to the information being shared
- where there are issues or concerns like your wellbeing or the wellbeing of others
- where there is a legal requirement or obligation to share the information
Personal information of service users may also need to be shared with third parties to make arrangements for the funding and/or payment of services received.
Accuracy and retention of personal information
Choose Help makes it easy for you to keep your personal information accurate, complete, and up to date. If any of your information changes please let us know so that we can update our records.
We are legally required to hold certain information about you for a set period of time. The length of time we keep your information for these purposes will vary depending on the obligations we need to meet. All personal information will be deleted or securely destroyed at the appropriate time and we will not keep your personal information for longer than is required or permitted by law.
Your communications with the staff members of Choose Help (including by telephone or email) may be monitored and/or recorded for training, quality control and compliance purposes to ensure that we continuously improve our customer service standards and to enable us to deliver our services to you.
You may, at any time, prevent the setting of cookies through our website in your browser. Cookies that had already been set can be deleted at any time in your browser or other software programs. Note that some cookies enable us to provide you with certain features on our website. Removing some these cookies may seriously disrupt your use of the site.
What type of cookies do we use and when?
There are two broad classes of cookie: session and permanent. Session cookies are used to keep track of information needed by a user and their browser on their journey through a website. Session cookies have a short lifetime and expire within a few minutes of the user leaving the site. Choose Help uses session cookies to keep you logged in for the duration of your visit, which enable you to complete certain actions on this website, for example, using our forums, user profiles and expert q&a's.
We also use permanent cookies to 'remember you' when you return. Personal Data is also collected for the following purposes and using the following services:
Registration and Authentication
Access to third party services' accounts
- Access to the Facebook account. Permissions: About Me, Activities, Birthday, Current City, Email, List of Friends and Photos.
Remarketing and Behavioral Targeting
- Remarketing through Google Analytics for Display Advertising and Facebook Remarketing. Personal Data: Cookie and Usage data.
- Google Analytics, Google Tag Manager, Facebook Ads conversion tracking, Display Advertising extension for Google Analytics and Google AdWords conversion tracking. Personal Data: Cookie and Usage data.
Displaying content from external platforms
- Youtube video widget, Wistia widget, Google Maps widget and Vimeo video. Personal Data: Cookie and Usage data
- Pingdom. Personal Data: Cookie and Usage data.
Traffic optimization and distribution
- Google AdSense. Personal Data: Cookie and Usage data.
Hosting and backend infrastructure
Interaction with external social networks and platforms
- Facebook Like button and social widgets and AddThis. Personal Data: Cookie and Usage data.
Managing support and contact requests
User database management
Further information about Personal Data Usage
Google Advertising & Remarketing
Our use of remarketing lists is restricted to the targeting of healthcare professionals. We may use collected data to remarket non-sensitive services and promotions in connection with our website, for example to advertise our directory listings and other healthcare marketing services specifically to healthcare professionals.
You can opt out of network advertising cookies by visiting this page http://optout.aboutads.info/?c=2#! . If you want to persist your opt-out of interest-based ads from all Network Advertising Initiative-member companies, you can install a browser opt-out plugin or visit the NAI opt-out page.
Links to other websites
You have various in relation to how Choose Help uses your information and these are:
- You are entitled to see what personal information we hold about you at any time. If you wish to access your personal information, please make a data subject access request using contact details set out above.
- If the personal information is inaccurate or incomplete, you can request that it is corrected.
- You have the right to request that all data held by Choose Help which identifies you is deleted but please note Choose Help may be compelled to maintain your information due to specific legislative or regulatory requirements.
- Whenever you have given us consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.
- You have the right to ask us not to process your personal data for direct marketing purposes. We will ask you when we collect your personal data if we can use your data for such purposes or if we can disclose your information to any third party for such purposes. You can opt-out of receiving such marketing at any time.
- You can ask us to provide you or a third party with some of the personal information that we hold about you in a structured, commonly used, electronic form, so it can be easily transferred.
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